Return Policy

Order Cancellation Policy for SANS:

To cancel an order, immediately contact SANS at help@SANS-us.com before it's dispatched. Requesting cancellation before shipment does not ensure cancellation. Confirmation of successful cancellation will be emailed.

Once dispatched, orders cannot be canceled. Instead, wait for delivery and request a return within 14 days. Not following return procedures or refusing delivery may lead to loss or warehouse rejection, affecting refunds or replacements.

Upon receiving and verifying the return as complete, unused, and in good condition, a restocking fee (e.g., $10 per unit) may be deducted from refunds.

Return & Refund Policy

Return

Customers may request a return within 14 days of delivery via help@SANS-us.com. Requests made beyond 14 days from delivery will not be accepted. Outer packaging damage does not necessarily indicate product issues. Due to delivery uncertainties, outer packaging integrity cannot be guaranteed. Customers should promptly file claims with the carrier for any external damage. A restocking fee, determined by the item's condition, will still apply regardless of packaging damage.

For used chargers, a $10 restocking fee applies. Brand new chargers, if returned in original condition with the charging cable and unused, won't incur a restocking fee. Customers are required to obtain prior authorization and will be responsible for the cost of a prepaid return shipping label from SANS. Resolve any warranty issues before returning. Returns should be in the original packaging when possible, though alternative packaging is acceptable. Refunds will be made after the Ebike is returned and inspected by warehouse.

If the returned item is found to be damaged, the refund may not be processed. In such cases, customers are advised to contact the carrier for insurance claims. It's important to document and report any damage immediately upon discovery to facilitate potential claims with the carrier.

Non-returnable Items Include, But are not limited to

1.Product from Unauthorized Reseller/Individual;

2.Damaged items caused by human factors;

3.Gift cards;

4.Insurance;

5.Non-physical products.

Refund

Please contact our customer service at help@SANS-us.com to submit your refund request. Flash sales and other limited time promotions are exempt from our price adjustment policy. Please note that our discount codes cannot be combined with other promotional offers. Customers may only utilize one discount code per order to receive the maximum possible savings, so as to avoid the need to request a price adjustment afterwards. Price adjustments are only applicable when there is an exact product and color match between the original purchase and current listed pricing. Price adjustments must be submitted within 14 calendar days of product delivery to be eligible. Any approved refund amount may be subject to deductions for restocking fees, return shipping charges, signature fees, insurance costs from the original shipment, or other processing fees in accordance with our Returns and Refunds Policy. For returns, the refund will be issued only after successful warehouse inspection and processing of the item sent back. Customers will receive an email notification upon refund approval and should expect the refund to be processed back to the original payment method used within 30 days, subject to any additional processing times required by their financial institution. Our Returns and Refunds Policy extends solely to orders placed through our official website.